---
title: "SLA Violation Reason"
slug: "sla-violation-reason-1"
updated: 2026-01-13T09:40:23Z
published: 2026-01-13T09:40:23Z
canonical: "help.symphonysummitai.com/sla-violation-reason-1"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.symphonysummitai.com/llms.txt
> Use this file to discover all available pages before exploring further.

# SLA Violation Reason

You can configure the **SLA Violation Reasons** for the **RCA Violation** or **Resolution Violation** on the **SLA Violation Reason** page. Hence, whenever the **RCA Deadline** or **Resolution Deadline** is violated, the user can select a configured **RCA Violation Reason** or **Resolution Violation Reason** on the **Problem Record page** instead of specifying it.

> [!NOTE]
> Note
> 
> - If the **SLA Violation Reason** is not configured for the particular Tenant, the user can not submit the Problem Record when the **RCA Deadline** or **Resolution Deadline** is violated.
> - The Analysts can filter Problem Records based on the **RCA Violation** **Reason** or **Resolution Violation Reasons**.

### Configure SLA Violation Reason

To configure SLA Violation Reason, perform the following steps:

1. Navigate to **Problem** > **Configuration** > **SLA Violation Reason.**
2. Select the required **Department**. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/P_SLA_Violation_Reason_Department.png)

Figure: Department
3. Click **Add New** or ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/add_new_icon(1).png) icon.
4. Specify the required details. For information about the fields on the **SLA Violation Reason** page, see [Field Description](/apex/docs/sla-violation-reason-1#field-description). ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/P_SLA_V_R_Details.png)

Figure: SLA Violation Reason Details page

#### **Field Description**

The following table describes the fields on the **SLA Violation Reason Details** page:

| **Field** | **Description** |
| --- | --- |
| **Details** |
| Violation Type | Select the Violation Type as *RCA Violation* or *Resolution Violation*. **Note:** The Violation Type field is mandatory. |
| SLA Violation Reason | Specify the SLA violation reason for the RCA Violation or Resolution Violation. **Note:** The SLA Violation Reason field is mandatory. You can not configure the same SLA Violation Reason again for RCA Violation or Resolution Violation when the SLA Violation Reason is already configured. |
| Are Comments Mandatory? | If selected, the comment is mandatory on the **PROBLEM RECORD** page when the configured SLA Violation Reason is selected in the **RCA Violation Reason** or **Resolution Violation Reason** fields. |
| Sort Order | Type in the order number in which the **SLA Violation Reasons** need to be listed in the **SLA VIOLATION REASON LIST** page. |
| Active | Indicates the status set for an SLA Violation Reason. - If selected, the SLA Violation Reason becomes an available option on the other pages of the application. - If not selected, the SLA Violation Reason becomes an inactive value. The inactive SLA Violation Reasons are not displayed in the SLA Violation Reason list on the other pages of the application. |

### Actions

This section explains all the icons displayed on the right-side panel of the **SLA Violation Reason** page.

#### **Show List**

Click **Show List** or ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/show_list_icon.png) to display the **LIST** table showing all the **SLA Violation Reason** values configured for the selected Department.

![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/P_SRV_List.png) Figure: SLA Violation Reason List Page

- To edit a SLA Violation Reason, click the SLA Violation Reason. Make appropriate changes and click **Submit**.
- To display the inactive SLA Violation Reasons, click the **Include Inactive** checkbox.

> [!NOTE]
> Note
> 
> When the **SLA Violation Reason** values are displayed in a list, **Add New** is displayed on the right-side panel. Click **Add New** to configure a new **SLA Violation Reason** value.